Income Collection and Dispute Resolution Officer (SO1)

Job Category : Housing

Location : 36-44 South Mall, Enfield Council

Hours Per Week : 36.00

Start Date : Immediate Start

Start Time : 09:00

End Time : 17:00
Salary: £18.95

We are seeking an enthusiastic, highly motivated and innovative individual who has experience in the recovery of all service charge income. You should have experience of dealing with Leaseholders and a basic understanding of Leasehold Law.

You must have direct experience of delivering a front-line service in the challenging housing environment and possess excellent written and verbal communications. You must be proficient in IT and able to provide advice on availability of financial assistance for leaseholders in respect of major works debt, including basic benefit advice and make referrals to Debt Advice Agencies as necessary.

You must have experience of working in a team as well as on your own initiative and must be organised and able to work under pressure to meet tight deadlines. You must also be able to work directly with customers, have excellent communication skills, and have a passion for delivering first class customer service.

• To ensure the maximum recovery of all service charge income, including the recovery of debts and arrears, in accordance with Enfield Council procedures.

• Submit cases to HMCS for on line Judgement and monitor progress accordingly.

• Determine which cases should be submitted for enforcement action, using appropriate legal processes. Liaise with legal representatives and attend court as necessary.

• Provide advice on availability of financial assistance for leaseholders in respect of major works debt, including basic benefit advice and make referrals to Debt Advice Agencies as necessary.

• Deal with leaseholder enquiries regarding outstanding debts and through liaison with other departments ensure all debts are recoverable.

• Provide a full dispute resolution Service taking ownership of the end to end process and taking full responsibility for liaising with other Teams to secure information and work with leaseholders to resolve the issues and maximise income in relation to charges and debts.

• Administer suspense account, identify and reallocate payments accordingly, assist in reconciliation of service charges accounts as necessary. Request refunds from Leaseholder accounts as necessary.

Experience of dealing with the public and giving clear and unambiguous advice on complex issues.

Knowledge of service charge and Major Works recoveries

Ability to meet deadlines and targets, demonstrating ability to achieve challenging targets despite constraints and obstacles.

Experience of referring debts to Court through On – Line Money Judgment.

Effective oral and written communication

High level of numeracy to calculate service charges

Experience of managing leasehold property in public sector

Knowledge of Leasehold law as it relates to Right to Buy leaseholders